Customer Service Report Sample Clauses

Customer Service Report. 1. Franchisee shall maintain a record of all SB 1383 non-compliance Complaints as defined in 14 CCR Section 18995.3 and responses and submit the following information: a. Total number of SB 1383 non-compliance Complaints received and total number of SB 1383 non-compliance Complaints investigated

Customer Service Report. 1. Contractor shall maintain a record of all SB 1383 non-compliance Complaints as defined in 14 CCR Section 18995.3 and responses and submit the following information: a. Total number of SB 1383 non-compliance Complaints received and total number of SB 1383 non-compliance Complaints investigated b. Copies of documentation recorded for each SB 1383 non-compliance Complaint received, which shall at a minimum include the following information: i. The SB 1383 non-compliance Complaint as received; ii. The name and contact information of the complainant, if the SB 1383 non- Amendment #3 to the Amended and Restated Solid Waste Collection Franchise Agreement compliance Complaint is not submitted anonymously; iii. The identity of the alleged violator, if known; iv. A description of the alleged violation; including location(s) and all other relevant facts known to the complainant; v. Any relevant photographic or documentary evidence submitted to support the allegations in the SB 1383 non-compliance Complaint; and, vi. The identity of any witnesses, if known. c. Copies of all SB 1383 non-compliance Complaint reports submitted by Contractor to the City. d. Copies of all investigation reports submitted to the City which shall include at a minimum: i. The SB 1383 non-compliance Complaint as received; ii. The date the Contractor investigated the SB 1383 non-compliance Complaint; iii. Documentation of the findings of the investigation; iv. Any photographic or other evidence collected during the investigation; and, v. Contractor’s recommendation to the City on whether or not the entity investigated is in violation of SB 1383 Regulations based on the Contractor’s investigation.

Customer Service Report. SmarTalk shall deliver to WIC weekly via ----------------------- telecopier, a log of all Calling Card User inquiries. The log shall include the identification number on the calling card, the name and address of the Calling Card User, a description of the inquiry, a description of the resolution and whether there is the need for additional follow-up.

Customer Service Report. 2.16.1 Customer Support Report shall provide a monthly period of issues and results of customer support issues. This report shall be submitted monthly to the HEC Director and/or designee, unless otherwise requested.

Customer Service Report. 1. Number of Customer calls listed separately by Complaints and inquiries (where inquiries include requests for Recycling information, Rate information, etc.). For Complaints, list the number of calls separately by category (e.g., missed pickups, scheduled cleanups, billing concerns, damage claims, etc.). These Complaints and inquiries shall be documented and reported separately from SB 1383 noncompliance Complaints or other regulatory noncompliance Complaints. 2. Number of missed or incomplete Collections reported in total, and per one thousand (1,000) Service Opportunities in the City, presented in a graph format, which compares total missed Collections in the City to total missed Collections in the other agencies served by Contractor’s {General Manager/Regional Manager}. 3. Number of missed or incomplete Collections reported in total, and per one thousand (1,000) Service Opportunities in the City, presented in a graph format, which compares total missed Collections in the City during the current report period to total missed Collections in the City in past reporting periods. 4. Number of new service requests for each Customer Type and program. 5. Number of events of Discarded Materials being tagged for non-Collection summarized by the reason for tagging (e.g., inclusion of non-Recyclable or non-Compostable materials, improper set-out, Hazardous Waste, etc.). {

Customer Service Report. Description The CONTRACTOR must provide QUARTERLY customer service summary reports. The customer service summary reports will include number and type/categorization of calls, call trending. (See Section 170.) Frequency QUARTERLY, due within twenty (20) CALENDAR DAYS following the end of each QUARTER Penalty One-thousand ($1,000) dollars per CALENDAR DAY late. 205D Claims Processing The CONTRACTOR must report monthly performance standard statistics to the DEPARTMENT on a QUARTERLY basis for the performance standards below. Monthly CONTRACTOR statistics for each performance standard will be averaged by the DEPARTMENT for each QUARTER to determine the penalty. Example: If the performance standard is 98% and the CONTRACTOR reports monthly statistics of 79%, 82%, and 98% for the 3 months of the QUARTER, the penalty would be based on the average of the percentages for the 3 months for the performance standard, which, in this case, equals 86.33% for the QUARTER. The penalty is assessed for each percentage point or fraction thereof (rounded to two decimal places) under the performance standard of 98% (98 – 86.33 = 11.67). If the penalty is $1,000 for each percentage point or fraction thereof under 98%, the penalty would be $1,000 x 11.67, or $11,670 for the performance standard penalty for that QUARTER. Penalties (if any) will be assessed QUARTERLY. Processing and Financial Accuracy: At least a ninety-eight percent (98%) average for accurately processing all claims in the QUARTER. Processing accuracy means a claim is processed correctly in every respect, financial and technical (e.g., according to federal and STATE regulations, proper substantiation, coverage period, system, procedural, etc.). Processing accuracy will be measured by the number of all claims processed accurately, without error, divided by the total number of claims processed. (See Section 160 Claims.) Monthly performance standard statistic, reported QUARTERLY. One thousand dollars ($1,000) for each percentage point (or fraction thereof) for which the standard is not met in each QUARTER.

Customer Service Report. 1. Number of Customer calls listed separately by Complaints and inquiries (where inquiries include requests for Recycling information, Rate information, etc.). For Complaints, list the number of calls separately by category (e.g., missed pickups, scheduled cleanups, billing concerns, damage claims). These Complaints and inquiries shall be documented and reported separately from SB 1383 noncompliance Complaints or other regulatory noncompliance Complaints. 2. Customer Service representative response time for phone calls and emails documented in minutes as well as the percentage of calls/emails that were responded to after one (1) business day.

Customer Service Report. 1. Number of Customer calls listed separately by complaints and inquiries (where inquiries include requests for service information, Rate information, etc.). For Complaints, list the number of calls separately by category (e.g., missed pickups, scheduled cleanups, billing concerns, damage claims). These complaints and inquiries shall be documented and reported separately from SB 1383 Regulatory non-compliance complaints or other regulatory non-compliance complaints. 2. Number of missed or incomplete Collections reported in total, and per one thousand (1,000) Service Opportunities in the Jurisdiction, presented in a graph format, which compares total missed Collections in the Jurisdiction during the current report period to total missed Collections in the Jurisdiction in past reporting periods. 3. Number of new service requests for each Customer type and requested service(s). 4. Contractor shall maintain a record of all SB 1383 Regulatory non-compliance complaints and responses pursuant to Section 6.10 of this Agreement and submit the following information: a. Total number of complaints received and total number of complaints investigated b. Copies of documentation recorded for each complaint received, which shall at a minimum include the following information: i. The complaint as received; ii. The name and contact information of the complainant, if the complaint is not submitted anonymously;

Customer Service Report.  Number of Customer calls listed separately by complaints and inquiries (where inquiries include requests for Recycling information, Rate information, etc.). For complaints, list the number of calls separately by category (e.g., missed pickups, scheduled cleanups, billing concerns, damage claims, etc.).  Number of new service requests for each Customer Type and program.  Number of events of Discarded Materials being tagged for non‐Collection summarized by the reason for tagging (e.g., inclusion of non‐Recyclable or non‐Compostable materials, improper setout, Hazardous Waste, etc.).  Number of hits and unique visitors to the Contractor’s website.

Customer Service Report. Not later than ten (10) business days after the end of each calendar month, each party shall provide the other with a customer service report (the "IAFC Customer Service Report" or the "Intellipost Customer Service Report," as the case may be), which report shall include, 3.1.2.1 In the case of the IAFC Customer Service Report, a summary of (A) customer service requests received in connection with the BonusMail program in the preceding month for which IAFC has taken any action other than referral to Intellipost, (B) actions taken and, if an Accountholder's BonusMail account has been adjusted, (i) the number of Rew@rds Credits to be credited by Intellipost to each Accountholder's account, (ii) the date of such adjustment by IAFC, and (iii) the reasons for such adjustments, and (C) a list by Accountholder Number of NextCard accounts that have been closed in the preceding month. 3.1.2.2 In the case of the Intellipost Customer Service Report, a summary of (A) customer service requests received in the preceding month, by Accountholder Number and (B) actions taken (whether referral or adjustment). With respect to the voluntary or involuntary termination of the BonusMail account of any Accountholder, the Intellipost Customer Service Report shall also contain (C) a list by Accountholder Number of Accountholders who have closed their BonusMail accounts in the preceding month, (D) the date of such termination, (E) the number of Rew@rds Credits remaining in such terminated account and (F) the reason for such termination, if known. The parties agree that IAFC shall not be required to pay for any Rew@rds Credits credited to any BonusMail account from and after the date of any voluntary or involuntary termination of any BonusMail account of any Accountholder (the "BonusMail Termination Date").